Onward Homes Limited (202100122)

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REPORT

COMPLAINT 202100122

Onward Homes Limited

5 August 2021


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the handling of repairs to the electrical sockets in the property.

Determination (the decision)

  1. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident made a formal complaint to the landlord about the length of time taken to repair the electrical sockets in the property.
  2. On 14 January 2021, the landlord provided its stage 2 response to the complaint. It explained that its contractors had attended the property on 28 October 2020 consequent to a call-out to rectify a problem with the electrical sockets tripping the fuse box. The landlord explained that it left the electrical sockets in working order. However, its contractors had identified that additional work was required to rectify the issue.
  3. The landlord explained it had experienced a system error consequent to its visit on 28 October 2020 which resulted in a delay in raising an order for further repair works to be carried out. It therefore raised another order for the works on             3 November 2020, with an appointment to attend the property on 10 November 2020. When it attended the property on 10 November 2020, its contractors were unable to gain access and subsequently cancelled the job.
  4. The landlord made a further appointment to carry out the repairs on 24 November 2020, and it advised that it was refused access to complete the work. It made a further appointment for 22 December 2020 and explained that its contractors left the property following a disagreement with the resident. The landlord attended the property again on 23 December 2020 to install an additional socket in the kitchen.
  5. In conclusion to its final response, the landlord identified its service failure in carrying out the repairs, which it explained had taken eight weeks to be completed. It subsequently offered the resident compensation of £275.
  6. On 2 April 2020, the resident contacted the Ombudsman to complain about the landlord’s handling of repairs to the sockets. They explained that it had taken over three months and 30 phone calls to the landlord to get the repairs done, and that there were still outstanding repairs to two of the sockets. They also explained that the landlord had attended the property to carry out repairs without making prior appointments, which they missed because they were at work. And that the landlord threatened to take enforcement action against their tenancy because of the missed appointments.
  7. The Ombudsman contacted the resident on 18 May 2021 to clarify the outstanding issues further to the landlord’s final response, and to confirm what they were seeking in resolution of their complaint. The resident explained that they were seeking reassurances that the remaining sockets would be repaired promptly. They also explained that they were seeking around £1,000 in compensation for the identified service failures. The Ombudsman confirmed that it would contact the landlord to offer mediation in respect of the resolution proposed by the resident.
  8. The Ombudsman wrote to the landlord on 18 May 2021 setting out the resident’s proposed resolution. The landlord responded on 27 May 2021 confirming that it was willing to engage in mediation. It advised that it was willing to carry out an independent electrical inspection and that it would review its offer of compensation after this had been carried out. The Ombudsman put the landlord’s offer to the resident on 24 June 2021 and they confirmed that they were happy with the landlord’s proposal.
  9. On 24 June 2021, the Ombudsman contacted the landlord and advised that the resident was happy to facilitate the independent electrical inspection. It responded on 30 June 2021 advising that the inspection had been scheduled for 7 July 2021. It explained that it would review its compensation offer after it had received the results of the inspection.
  10. On 2 July 2021, the Ombudsman contacted the resident to confirm whether they were happy with the landlord’s proposed resolution, to which the resident confirmed that they were.
  11. On 14 July 2021, the landlord contacted the Ombudsman advising that its appointment of 7 July 2020 had not been attended and that it had set-up a new appointment on 15 July 2021. It contacted us again on 16 July 2021 advising that the electrical inspection had now been carried out. It also recognised its service failure in carrying out repairs to two sockets and would therefore increase its offer of compensation to £500 in respect of distress and inconvenience caused.
  12. The Ombudsman contacted the resident on 4 August 2021 to confirm whether the repairs had been carried out and to set out the landlord’s revised compensation offer. The resident explained that the repairs had been carried out on 23 July 2021, and that they were happy to accept the landlord offer of compensation in resolution of their complaint.
  13. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
    1. “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.”
  14. I am therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendations

  1. The landlord pays the resident £500 compensation within the next four weeks and provide confirmation of payment to this Service.